ESP Group Wins Major TfL Contract as Partnership Nears Two Decades

ESP Group has secured a significant new contract with Transport for London (TfL), strengthening a relationship that has spanned almost 20 years and paving the way for up to 40 new jobs.

The multi-million-pound agreement will see ESP provide customer contact services for TfL's Oyster concessionary travel schemes, supporting thousands of Londoners who rely on discounted and free travel across the capital's transport network.

Under the four-year contract, ESP will manage customer enquiries relating to a range of concessionary schemes, including programmes supporting children and young people, veterans and care leavers. The services play an important role in ensuring eligible customers can access education, employment, healthcare and other essential services through affordable public transport.

The agreement also includes the transfer of existing roles into ESP, helping maintain service continuity while creating opportunities for future growth. Two additional one-year extension options could see the partnership continue through to 2032.

The latest award represents a major milestone for ESP, which has worked alongside TfL for nearly two decades. The company already delivers a range of services connected to Oyster operations, including product fulfilment as well as customer support through telephone and email channels.

By expanding the scope of its work, ESP will take on an even greater role in supporting one of the world's largest and most complex transport networks while helping some of London's most vulnerable passenger groups access the services they depend on.

Ashley Meston, Chief Executive Officer of ESP Group, welcomed the contract award and highlighted both the commercial and social value of the work.

"We are delighted to have secured this new contract with Transport for London and to continue building on a partnership that has now spanned almost 20 years," he said.

"Mobilisation is progressing well ahead of the official service commencement, and this contract represents an important next step in our relationship with TfL.

"As well as continuing our role in helping keep London moving, we are now supporting some of the capital's most vulnerable populations through these concessionary travel schemes. It is work with genuine social impact and something our teams are incredibly proud to be part of."

The contract award continues a period of sustained growth for ESP Group, which has secured a number of significant wins across the transport, technology and public sectors over the past 18 months.

For TfL, the agreement ensures continued support for concessionary travel customers while building on an established partnership with a supplier that already has extensive experience of delivering customer-focused services across the Oyster network.

As London continues to prioritise accessibility and inclusion across its transport system, the contract highlights the important role customer service providers play in ensuring travel concessions remain accessible to those who need them most.

With mobilisation already underway and new recruitment expected to follow, the agreement marks another significant step in ESP Group's growth strategy while reinforcing its long-standing commitment to supporting public transport customers across the capital.